IT Support Technician
Resume:
Kevin Davidson
Apt. A***
Mundelein, IL 60060
847-***-**** (telephone)
*************@*****.*** (email)
OBJECTIVES
Help Desk Support, System Support, IT Security, and IT Manager
EDUCATION
Bachelor of Science
Northern Illinois University
Member of Golden Key National Honor Society
EXPERIENCE
Help Desk Support
Desktop Support
IT Security
IT Asset Management
Software Engineer
Systems Analyst
DBA, Data Miner, Data Warehouse, Data Modeler
Quality Assurance
Fluent in French
WORK HISTORY
Abbott Laboratories, Waukegan, IL (Jan. 2020 - Present)
IT Asset Management/Data Retention -- Overseeing the intake, procurement, and deployment of hardware to corporate clients. This also includes making sure that any hardware taken in is in good working order, achieves needed repairs, and has a standard image with the proper software installed for the clients’ needs. – Additional duties included Printer Support for Desktop and MFP office printers, VPN Support and Remote Desktop Support, as well as minor scripting and mobile device support.
Asset Management – Checked in equipment from employees and contractors that left the company, Took Inventory of existing assets and Updated the Company Database with the status of those assets. As colleagues needed equipment for new or existing hires, Provided Equipment as needed and continued to update the company database with asset status. Assets no longer needed by the company were logged as disposable inventory and marked for e-Waste pickup.
Hardware Support – Troubleshooting, Refreshes, Operating System updates, Driver Updates, Data Backup, Computer Imaging, Profile Building, Data Restoration, and Software Installation.
Data Retention – Reception of Laptops and Desktops so that their data would be on hand in case it was need for internal business or if on Legal Hold, to be used for legal proceedings. Once the data was no longer on Legal Hold and the devices passed the period of data retention, their hard disks were wiped and returned to stock for continued use or added to the list of devices marked for e-Waste.
Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2010, and Office 365)
Skype and MS Teams - Instant Messaging Support
Cisco Phone – Phone and voicemail support
SharePoint Webpage Support
Citrix – Virtual Machine setup, management, and application support
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
VPN access and networking support – Remote Access connection, Mobile Device applications, including Certificate based remote access, and Mobile Account administration, to allow connectivity with hardware and software, over Citrix, as well as application access, and network setup assistance.
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Provided web based client support - Online Web based Ticket Support using Remedy
Takeda, Bannockburn, IL (June 2019 – Oct. 2019)
Desktop Support -- Software and Hardware support for corporate clients. This also includes Web based support. -- Additional duties included Printer Support for desktop and MFP office printers, Asset Management, VPN Support, Remote Desktop Support, minor scripting, and mobile device support.
Help Desk Support – Ticketing and phone support, including deskside and remote desktop support, using ServiceNow, with an online Knowledge Base to aid troubleshooting of issues
Hardware Support – Troubleshooting, Refreshes, Operating System updates, Driver Updates, Data Backup, Computer Imaging, Profile Building, Data Restoration, and Software Installation.
Asset Management – Checked in equipment from employees and contractors that left the company, Took Inventory of existing assets and Updated the Company Database with the status of those assets. As colleagues needed equipment for new or existing hires, Provided Equipment as needed and continued to update the company database with asset status.
Security Administration - Data Access, Password Security, and Active Directory
Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2010, and Office 365)
Cisco Jabber - Instant Messaging Support
Cisco Phone – Phone and voicemail support
SharePoint Webpage Support
Citrix – Virtual Machine setup, management, and application support
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
Video interface support using Cisco Phones and Cisco Proximity
VPN access and networking support – Remote Access connection, Mobile Device applications, including Certificate based remote access, and Mobile Account administration, to allow connectivity with hardware and software, over Citrix, as well as application access, and network setup assistance.
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Provided web based client support - Online Web based Ticket Support
In Person Deskside Support and Administration - Used to better assist customers who needed hands on guidance with their applications in the same building as I was.
Gallagher, Rolling Meadows, IL (Nov. 2018 – May 2019)
Service Desk Analyst -- Software and Hardware support for corporate clients. Web based support for external clients. Additional duties included Printer Support for desktop and MFP office printers, VPN Support, Aruba connectivity setup for direct network connection, Remote Desktop Support, minor scripting and mobile device support.
Help Desk Support – Ticketing and phone support, including deskside and remote desktop support, using Remedy, with an online Knowledge Base to aid troubleshooting of issues
Hardware Support – Troubleshooting, Software Installation, and Driver Updates.
Security Administration - Data Access, Password Security, and Active Directory Administration
Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2010, MS Office 2013, and MS Office 2016)
Cisco Jabber - Instant Messaging Support
Cisco Phone – Phone, Verba call recordings, and voicemail support
SharePoint Webpage Support
Citrix – Virtual Machine setup, management, and application support
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
Video interface support using Cisco Phones
VPN access and networking support – Remote Access connection, Mobile Device applications, including a DUO Mobile Account, to allow connectivity with hardware and software, over Aruba or Citrix, as well as application access, and network setup assistance.
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Provided web based client support - Online Web based Ticket Support
In Person Deskside Support and Administration - Used to better assist customers who needed hands on guidance with their applications in the same building as I was.
AIM Specialty Health, Deerfield, IL (Jun. 2018 – Oct. 2018)
Help Desk Analyst II/Security Support Analyst -- Software and Hardware support for corporate clients. RSA Support Administration, where I would provide account creation, Soft or Hard Token assignment, VPN connectivity setup, and Remote Desktop Support. Additional duties include troubleshooting, deskside and remote access desktop support, minor scripting and mobile device support.
Help Desk Support – Ticketing and phone support, including deskside and remote desktop support, using Remedy, with an online Knowledge Base to aid troubleshooting of issues
Hardware Support – Troubleshooting, Software Installation, and Driver Updates.
Security Administration - Data Access, Password Security, and Active Directory Administration
Minor Scripting in SQL for onboarding and offboarding new and past internal clientele
Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2010 and MS Office 2013)
MS Lync/Skype - Instant Messaging Support
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
Video interface support using WebEx
SharePoint Webpage Support
VPN access and networking support – Remote Access connection, Mobile Device applications, including an RSA account, an RSA Token (soft or hard token), to allow connectivity with hardware and software, for phone or laptop, as well as application access, and network setup assistance.
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Provided web based client support - Online Web based Ticket Support
In Person Deskside Support and Administration - Used to better assist customers who needed hands on guidance with their applications in the same building as I was.
United Airlines, Mount Prospect, IL (Apr. 2018 – May 2018)
Office 365 Support -- Call Center Support for corporate clients. Additional duties include troubleshooting, remote access desktop support, minor scripting, and mobile device support.
Help Desk Support - Call center support, including remote access support, using an online Knowledge Base to aid troubleshooting of issues
Security Administration - Data Access, Password Security, and Active Directory Administration
Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2010, MS Office 2013, and MS Office 365)
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software issues.
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Provided web based client support - Online Web based Ticket Support
SharePoint Webpage Support
Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.
Exelon-ComEd, Oakbrook Terrace, IL (Mar. 2018 – Apr. 2018)
Technical Analyst III -- Call Center and Hardware Support for corporate clients. Additional duties include troubleshooting, deskside and remote access desktop support, minor scripting, and mobile device support.
Help Desk Support - Call center support, including deskside and remote desktop support, using HP Service Manager, with an online Knowledge Base to aid troubleshooting of issues
Hardware Support – Troubleshooting, Part replacement and Installation, Data Backup, Computer Imaging, Profile Building, Data Restoration, Software Installation, and direct delivery of hardware to nearby site locations.
Security Administration - Data Access, Password Security, and Active Directory Administration
Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2010 and MS Office 365)
Skype for Business - Instant Messaging Support
SharePoint Webpage Support
Cisco Intelligent Proximity - Wireless Sharing of Presentations
Digital Signage Machines – Looping display of content for transmission of information to departments and external guests
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
Video interface support using Skype
VPN access and networking support – Remote Access connection, Mobile Device applications including an RSA Token (soft or hard token), Microsoft Authenticator, Microsoft Company Portal, as well as application access, and network setup assistance
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Provided web based client support - Online Web based Ticket Support
In Person Deskside Support and Administration - Used to better assist customers who needed hands on guidance with their applications in the same cluster of buildings as I was.
AbbVie, Waukegan, IL (Jan. 2016 – Dec. 2017)
Desktop Support Technician -- Call Center and Hardware Support for corporate clients. Additional duties include troubleshooting, remote access desktop support, minor scripting, and mobile device support.
Help Desk Support - Call center support, including remote desktop support, using multiple Call Ticketing systems with online Knowledge Bases to aid troubleshooting of issues
Security Administration - Data Access, Password Security, and Active Directory Administration
Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2007, 2010, 2013, and MS Office 365)
Cisco Jabber - Instant Messaging Support
SharePoint Webpage Support
Hardware Support – Troubleshooting, Part replacement and Installation, Data Backup, Computer Imaging, Profile Building, Data Restoration, Software Installation, and direct delivery of hardware to nearby site locations.
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
Video interface support using Skype, Cisco WebEx, and Cisco Jabber
VPN access and networking support – Soft Token setup with SafeNet MobilePASS software, Ping ID software, Remote Access connectivity, application access, and network setup assistance
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Provided web based client support - Online Web based Ticket Support
Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.
Tecta America Roofing, Rosemont, IL (Sept. 2015 – Oct. 2015)
Desktop Support Technician -- Call Center and Hardware Support for corporate clients and customers. Additional duties included troubleshooting, remote access desktop support, minor scripting, and mobile device support.
Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with online documentation to aid troubleshooting of issues
Security Administration - Data Access, Password Security, and Active Directory Administration (Included Powershell scripting and SQL scripts to add and remove application and email permissions from internal servers)
Outlook application support - Email and Instant Messaging Support, Configuration and Utilization.
Hardware Support – Troubleshooting, Part replacement and Installation, Computer Imaging, Profile Building, and Software Installation, Printer restarts and Print Job Management
VPN access and networking support – Remote Access connection, application access, and network setup assistance
Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support
Demonstrated efficient call escalation procedures
Provided web based client and customer support - Online Web based Ticket Support
Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.
Discover, Riverwoods, IL (Aug. 2015 – Sept. 2015)
Email Migration Team -- Provided support for corporate employees in migrating email systems from Lotus Notes 8.5 to Outlook 2013.
Outlook application and web based OWA support - Email and Instant Messaging Support, Configuration and Utilization.
Mobile Phone and Tablet Support – Email activation, Enrollment, Software Support, and Email Support
Uline, Pleasant Prairie, WI (Dec. 2014 – May 2015)
IT Service Desk -- Call Center Support for corporate clients. Additional duties included minor scripting, troubleshooting, remote access desktop support, and network alert monitoring as part of the company’s Command Center.
Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues
Security Administration - Data Access, Password Security, Citrix Networking, and Active Directory Administration
AS/400 Administration – ID Creation, Data Access, Password Security, Batch Operations Support, Purchase Order Support, and Scripting to support network alert monitoring and tape backup operations
Lotus Notes application support - Email and Instant Messaging Support, Configuration and Utilization. Standard and WebEx based scheduling assistance.
SharePoint Webpage Support
VPN access and networking support – Remote Access connection, application access, and network setup assistance
Hardware Support – Troubleshooting and Software Installation, Printer restarts and Print Job Management
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
Report Distribution and Delivery
Mobile Phone Support – Activation, Enrollment, Software Support, and Email Support
Demonstrated efficient call escalation procedures
Provided web based client and customer support - Online Web based Ticket Support
Voicemail Support – Setup assistance and password resets
Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.
Command Center Operations - Network alert monitoring, Team notification and coordination for High Priority Alerts and Branch Outages
Stericycle, Lake Forest, IL (Apr. 2014 – Oct. 2014)
IS Support Specialist -- Call Center and Hardware Support for corporate clients and customers. Additional duties included troubleshooting, remote access desktop support, and knowledge base document creation.
Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues
Security Administration - Data Access and Password Security
Outlook application support - Email and Instant Messaging Setup, Configuration and Utilization. Standard and WebEx based scheduling assistance.
VPN access and networking support – Remote Access connection, application access, and network setup assistance
Hardware Support – Troubleshooting, Part replacement and Installation, Computer Imaging, Profile Building, and Software Installation.
Mobile Phone Support – Activation, Enrollment, Software Support, and Email Support
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.
Demonstrated efficient call escalation procedures
Provided web based client and customer support - Online Web based Ticket Support
SharePoint Webpage Support
Avaya Phones and Network Routers – Installation, setup guidance, cabling setup and instruction for use with remote systems and voicemail
Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.
Voicemail Administration - Password resets, Features and Navigation guidance
HCSC, Waukegan, IL (May. 2010 – Apr. 2014)
Systems Analyst -- Call Center Support for corporate clients and customers. Worked on individual projects to streamline system support efficiency. Additional duties included minor scripting, troubleshooting, remote access desktop support, and knowledge base document creation and review.
* Special Note: Frequently received recognition and awards for Outstanding Quality in daily job performance
Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues
Security Administration - Data Access, Password Security, Citrix Networking
Lotus Notes application support - Email and Instant Messaging Setup, Configuration and Utilization. Standard and WebEx based scheduling assistance.
VPN access and networking support – Remote Access connection, application access, and network setup assistance
Demonstrated efficient call escalation procedures
Occasional C-Level Support for VPs, Directors, and Management Staff with similar software issues.
Provided web based client and customer support - Online Web based Ticket Support
Data Analysis - Improvement of existing Efficiency standards to meet current and future call center goals
SQL Scripting - To aid access requests and connectivity to applications. Most scripts were short queries to locate data necessary for access to systems.
Cisco Routers - Setup guidance, cabling setup and instruction for use with remote systems and voicemail
Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.
Teradata Server Administration - Used for access to and in combination with Cognos Reporting software
Voicemail Administration - Password resets, Features and Navigation guidance
Hospira, Lake Forest, IL (May. 2007 – Apr. 2010)
Security Systems Analyst -- Responsible for processing requests for corporate clients and customers. Worked on team projects to improve security software and efficiency. Additional duties included minor scripting, troubleshooting, and on-call Help Desk support for urgent application access requests.
On-Call Help Desk Support - Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues
Security Administration - ID creation, Data Access, Password Security, Citrix Networking, MS Exchange 2003, and Active Directory Administration (specifically password creation and role-based system access)
Outlook application Support - Password creation, application access, email use, file transfers, meeting scheduling
VPN access and networking support
Occasional C-Level Support for VPs, Directors, and Management Staff setting up network accounts and software access.
Demonstrated efficient call escalation procedures
Provided web based client and customer support
Data Analysis
SQL Scripting to add and remove permissions from several role-based applications
SAP Server Administration
VSS Administration
AWS Convergence Technologies, Germantown, MD (Jul. 2006 – Apr. 2007)
Quality Control Specialist -- Tested and analyzed software for GIS applications used to process client weather data and issue weather alerts. Worked on team projects to improve efficiency of software weather analysis. Additional duties included Help Desk Support for tested software and other company applications, data analysis, and weather alert support for company clients. Web based administration experience with customer supported weather information.
Help Desk Support
Demonstrated efficient call escalation procedures
Quality Control Specialist for GIS and weather data
Provided web based client and customer support
Lotus Notes and Outlook application Support - Providing Communication Software, Weather Application availability, and Alert Notification via email. Provided meeting scheduling instruction and assistance.
Data Analysis
Programming C++ with SQL network support - For data collection, transmission and alert notification
Weather alert support in prevention of injury to clients and property damage
Weather Data Analysis
Server Administration
Solucient, Evanston, IL (Dec. 2001 – Jul. 2006)
Quality Assurance Analyst -- Responsible for testing software used to process client medical data. Processed data was displayed in a demographic form. Testing responsibilities included scripting, code analysis, and quality control. Member of company project planning committee. Additional duties included Help Desk Support for tested software, database administration, data analysis, data migration, and security administration using Citrix. Email administration experience with MS Exchange 2003 and Active Directory.
Help Desk Support
Demonstrated efficient call escalation procedures
Quality Assurance Analyst for medical data
Provided proper encryption techniques for maintaining the HIPAA confidentiality requirements of Medical data.
Lotus Notes application support - Password administration, provided user access and assistance. Updated help files for customized client software use. Reviewed existing help files to improve user comprehension of customized software.
Outlook application Support - Password creation, database access, email use, database file transfers, meeting scheduling (both in-house server and web based)
Remedy application support
Data Warehousing
Data Base Administration
Programming C/C++ with embedded SQL
MS Visual Studio .NET
Documentum support applications and analysis, including server administration
Visual Fox Pro
Ad Hoc tool
Microstrategy based software installation and analysis
SQL Server Administration
AIX Unix
Oracle PL/SQL
Firewall configuration and support
DSL deployment
Cisco Router installation
Security Administration - ID creation, Data Access, Password Security, Citrix Networking, MS Exchange 2003, and Active Directory (Specifically Password creation, permissions adjustments, database access)
QA Team Management - new employee training in software testing
Customer Support - Company Helpline and Email
Operating System support for Windows 2003, XP, 2000 Professional, Linux and Unix Systems
Navteq, Chicago, IL (Jan. 2004 – Feb. 2004, concurrent with Solucient)
Data Analyst -- Translated data sets for mapping software to a new database. Plotted, extracted, translated, and loaded (ETL) traffic data, and worked with weather software. I provided Help Desk Support for clientele interested in purchasing access to the traffic data network.
Help Desk Support
Lotus Notes application support – Provided detailed customization of mapped data sets to fit company email requirements. Provided assistance with email issues when clients needed to review customized map files
Remedy application support
Data Analysis
Data Extraction, Translation, and Loading (ETL)
Data Warehousing
Data Quality Assurance
Mapping and plotting using Microsoft MapPoint
Network Support
VPN access and networking architecture for corporate network
Programming Languages
Visual Studio Visual Basic, VC++
Turbo C, Borland C++
FORTRAN
SQL
XML
DB2
Platforms
IBM Mainframe S/390
DEC VAX
AS/400
Intel/AMD PC servers and clients
Microsoft Surface Pro
Apple MacIntosh, Powerbook
Palm Pilot
Blackberry (standard and server 10)
iPad and iPhone
Samsung Galaxy and Samsung Tablet
Operating Systems
Linux, Sun Solaris Unix
Microsoft Server 2003, NT, Win2K, XP, Vista, Windows 7, Windows 8, Windows 10
Windows Server 2003, 2008, and 2012
MVS and other Mainframe computers and operating systems.
OpenVMS
Macintosh OS X, 9.2
Android
iOS 4 to 12
Applications and Utilities
Oracle Spatial Database 8i, 9i
Microsoft Word, Excel, PowerPoint, Outlook, Access –- Microsoft Office 2003, 2007, 2010, 2013, 2016, and Office 365
Quicken, Quickbooks
Altiris Client Management Suite, Altiris Express
TCP/IP, DHCP, WINS, NetBios, Ethernet, Novell
Lotus Notes, MS Exchange
MS Teams, Skype, Skype for Business, Cisco Intelligent Proximity, Cisco WebEx, and Cisco Jabber, and Customized Video Conferencing Systems
SharePoint
Bomgar, LANDesk, SCCM, TeamView, and Customized Remote Access Tools.
Remedy, ServiceNow, HP Service Manager, HP OpenView, and Customized Ticketing Systems
Mobile Pass, Ping ID, DUO Mobile, and RSA Token Software
Word Perfect, Ami Pro, ClarisWorks
Documentum 4i, 5i
Arc GIS
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